The Nepal Electricity Authority (NEA) is preparing to launch an AI-based customer support platform named ‘NEA AE Sathi,’ aimed at improving service delivery through digital solutions. The virtual assistant will enable customers to obtain information, lodge complaints, monitor bills and meter readings, and receive assistance through chat-based mobile and online interfaces. Developed as part of NEA’s broader digital transformation efforts, the initiative emerged from the AI Hackathon 2082, which produced 27 employee-driven proposals focused on enhancing customer service, administrative efficiency, and data analytics. The platform is expected to streamline operations, reduce staff workload, and provide round-the-clock support, setting a benchmark for AI integration within Nepal’s public sector.
